Metro staff to undergo sensitisation in dealing with commuters

BENGALURU: Following the incident where a poorly dressed farmer was denied entry on Namma Metro recently, which grabbed much attention, the Bangalore Metro Rail Corporation Ltd (BMRCL) has decided to sensitise the Metro staff regarding how to communicate with and treat passengers, manage stress, be patient, and practice discipline.

Thousands of passengers use Metro every day. But the humiliation of a farmer caused widespread outrage. Embarrassed by this incident, the Metro authorities decided to train security personnel, supervisors and its staff on providing passenger-friendly service.

Shankar, Executive Director, Operations and Maintenance, Namma Metro, said there are 65 Metro stations in the city and there are 3,000-4,000 security personnel working in three shifts every day. About 25-30 security personnel are working at each Metro stations in each shift. The BMRCL authorities have received complaints about rude behaviour of some Metro security personnel quite often. Hence, they are training security personnel on discipline and patience before starting out with daily work.

As part of the training, the BMRCL authorities have directed the security personnel to communicate with Metro passengers in Kannada and to be patient. With this, the BMRCL hopes to provide improved passenger services at the Metro stations.